Client Manager

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.Join our team and what we’ll accomplish togetherImagine being the trusted advisor to organizations across North America, helping nine million people access the benefits and retirement security they deserve. At TELUS Health Retirement and Benefits Solutions, you won't just manage accounts – you'll be the strategic partner that transforms how businesses care for their people.For nearly three decades, we've been pioneers in automated administration services, and our cutting-edge platform continues to set industry standards. Now, we are looking for an exceptional Client Manager to join our growing Retirement and Benefits Solutions Ongoing Services team at TELUS Health.This is a strategic client-facing role responsible for managing complex enterprise client relationships and ensuring exceptional service delivery for our enterprise SaaS solutions. The successful candidate will serve as the primary point of contact for large-scale clients, managing the full spectrum of client services from ongoing support to the implementation of growth opportunities.This role will initially focus on one account and will expand to manage multiple enterprise clients. The position requires a seasoned professional who can operate autonomously while building strong relationships with both internal teams and external executives.What You'll DoClient Relationship ExcellenceEstablish and maintain excellent client relationships with external large-scale enterprise clients as the primary client-facing representativeProactively monitor client satisfaction and manage requests, escalations, and communicationsAttend and prepare regular status meetings with clients and internal stakeholdersPrepare and deliver presentation materials to executives at all levels, both internal and externalAccount LeadershipMonitor and track all client requests to ensure appropriate assignment to internal teams with clear ownership, accountability, and timely completionBecome the trusted face of TELUS Health, managing every ticket, email, and phone call with precisionTriage complex requests and guide our talented analyst team toward optimal solutionsEnsure quality service delivery in accordance with service level agreementsProvide expert guidance during critical and escalated situationsRevenue & Growth LeadershipIdentify and respond to 'Out of Scope' opportunities to meet and grow revenue targetsEnsure out-of-scope opportunities generate required profitsOrganize and manage change order projects to deliver additional servicesMonitor revenue targets and escalate issues to leadership as appropriateManage annual budgets and oversee invoicing and billing processesStrategic CollaborationWork closely with implementation teams, analysts, and support services to ensure optimal client experienceCollaborate with Client Relationship Leads to identify opportunities across TELUS Health service linesPartner with technical teams to understand and communicate complex technical components to clientsCollaborate with TELUS Health legal team to ensure contracts accurately represent services provided What You BringEssential RequirementsUniversity and/or post secondary education in administration, quality assurance, computer science, or related field12+ years of progressive experience in client services, account management, or related rolesDemonstrated ability to build and maintain relationships with senior executives and stakeholdersStrong track record of taking ownership of client relationships and driving resultsInvoicing and billing expertise with budget management experienceExperience with ticketing systems (Azure DevOps or similar platforms)Exceptional English communication skills (written and verbal) with ability to present to all organizational levelsAbility to understand complex business needs and identify optimal solutionsProven ability to manage priorities and meet deadlines in dynamic environmentsSelf-starter with ability to work independently and become productive quicklyMust have authorization to work on US client accounts, which involves cross-border travelTechnical aptitude to understand complex solution componentsAssetsPension and Health and welfare domain experienceSaaS platform experience, particularly in high-availability environmentsExperience managing system outages and crisis situationsKnowledge of pension administration and/or quality assurancePrevious experience in consulting or professional services environmentsThrive in dynamic environments where priorities shift and deadlines matterWhat's In It For YouComprehensive TELUS Health benefits packageOpportunity to join a growing, dynamic team with strong leadership supportExposure to cutting-edge SaaS solutions in the pension and benefits spaceCareer growth opportunities as the client portfolio expandsFlexible Work: Remote work arrangement with occasional travel for relationship buildingCollaborative environment with experienced professionals who have been with the company long-termHigh degree of independence and decision-making authority in this senior roleDirect influence on client satisfaction and business growth for major enterprise accountsWork with cutting-edge technology solutions in the pension and health benefits sectorAutonomy with Support: Independent work environment with a collaborative, learning-focused cultureCareer Trajectory: Clear path from single-client focus to multi-account portfolio managementReady to be the bridge between innovation and impact? Let's accomplish something extraordinary together!A Bit About UsWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.